Frequently asked questions

Ordering

HOW DO I PLACE AN ORDER IN THE G-STAR ONLINE STORE?

When you have selected a garment you wish to purchase, click "Add to Bag". To complete the purchase, click on the shopping cart on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping and billing address and select a payment method.

I’M HAVING TROUBLE SIGNING IN

If you have trouble signing into our website, first check the specific text of the error message you received. The most common problem is a misspelled address or password (ensure both your CAPS LOCK and NUM LOCK facilities are off). If the problem persists, contact Customer Services (through the button”Contact us” at the bottom of any page) and we will email you a new password.

CAN I SPECIFY A DIFFERENT SHIPPING ADDRESS?

Yes. In the checkout process (step 2 – Delivery), you can add and select a different address from the billing address.

HOW DO I KNOW WHAT SIZE TO ORDER?

If you do not have a current G-Star garment on which to base your size, click on the 'Size Guide', which you can find on every product page in the online store. This converts body measurements to G-Star clothing sizes.

HOW DO I CREATE AN ONLINE ACCOUNT?

Click on "Account" on the top right-hand corner of any page. Choose "Create account" and follow the instructions as requested.

I FORGOT MY PASSWORD. CAN I GET A NEW ONE?

Yes. Click on "Account" on the top right-hand corner of any page. Choose "Forgot your password?" from the pop-up screen and follow the instructions. Within a few minutes you will receive an email with a link to a page where you can enter your new password.

HOW CAN I CONFIRM G-STAR HAS RECEIVED MY ORDER?

After receiving your order, we will send a confirmation email. Receipt of this confirms your order has been placed successfully. If you created an account, then you can also find your order on your account page.

HOW CAN I TRACK MY ORDER?

You can follow the status of your order on your account page. Once your order has been picked the status will change into “completed”. Afterwards you will receive a shipping confirmation with a tracking code.

CAN I CHANGE MY ORDER?

If your garments are still in the Shopping Bag, you can delete them at any time and choose alternative items. If you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

CAN I CANCEL MY ORDER?

That depends on its shipping status. Contact Customer Service as soon as possible, quoting your order number. Once your order is already processed it cannot be cancelled.

Payment

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Direct Ebanking, Mister Cash, as well as the following major credit cards: VISA / Mastercard / American Express and Paypal.

IS THERE A LIMIT ON THE ORDER AMOUNT?

Depending on the payment method there can be a limit on the order amount. If you would like to pay by credit card the limit is € 1200,- per order. If DIRECTebanking is the payment method of your choice there is no limit on the order amount.

DO I RECEIVE AN INVOICE WITH MY ORDER?

Yes. During the checkout process you will enter a billing address. If the shipping address and billing address are the same, the invoice will be attached to your order. If the two addresses are different, a standalone invoice will be sent to your billing address.

HOW DOES PAYING WITH A CREDIT CARD WORK?

If you choose to pay by credit card, you will be asked to fill in your credit card number, name, expiration date, CVC code and possibly a 3D-secure password during Step 4 of the checkout process. Funds are then debited immediately from your credit card supplier. Payments to G-Star are handled by a third-party, certified company, guaranteeing your privacy.

HOW DOES G-STAR GUARANTEE THE SAFETY OF MY ONLINE PAYMENT?

Like the vast majority of online stores, G-Star uses SSL (Secure Socket Layer) technology to protect user’s personal information when transmitted via the Internet. SSL is the standard for internet payments and is supported by Chrome, Firefox, Microsoft Internet Explorer and other popular browsers. We use it to encrypt sensitive information before it is sent over the Internet.

Delivery

WHAT ARE THE SHIPPING COSTS FOR MY ORDER?

Click here to see an overview of all shipping methods, delivery times and costs.
During times of promotion shipping costs may vary.

HOW LONG DO DELIVERIES TAKE?

Delivery times vary depending on the service you choose. Click here to see an overview of all shipping methods, delivery times, and costs.

CAN I DELIVER ORDERS TO DIFFERENT COUNTRIES?

No. The delivery address for an order must be in the same country as the host Online Store.

WHAT HAPPENS IF I’M NOT HOME WHEN THE ORDER IS DELIVERED?

UPS will attempt three times to deliver your order. If you're not present when the order is delivered, you will receive a UPS InfoNotice. At the top of the InfoNotice, you'll see the date is was left and which attempt it was. After three unsuccesful attempts, UPS will hold the shipment for five days before returning it to G-Star.

WHERE CAN I RECEIVE MY ORDER?

Orders can be sent to an address of your choice, or to one of the following selected G-Star Stores:

Returns

Unworn items still bearing the original label and in original packing can be returned within 14 days of receipt. Full details of the return policy are outlined on your invoice.

WHEN WILL I RECEIVE MY REFUND FOR A RETURNED PRODUCT OR ORDER?

Funds will be debited to your bank or credit card account 2-3 weeks after your order is picked up by UPS.

HOW LONG DOES IT TAKE TO PROCESS MY REFUND?

After we have received and checked your return order, we will refund your purchase amount to your bank or credit card account. Depending on your bank or credit card company, it may take several days to a week before the money actually is refunded.

HOW SHOULD I RETURN A PRODUCT WHEN THE PACKAGING IS DAMAGED?

Place the items you wish to return in a sturdy carton box to ensure no damage is caused during transit.

WHERE DO I SEND THE PRODUCTS I WANT TO RETURN?

Please contact UPS customer service to arrange a pick up.

By telephone: 078-250-877

Once the pick-up is arranged please fill in the return form which you can find in your parcel. Stick the preprinted return label on the box with your return order.
Hand over your return to the UPS driver. You will receive a deposit slip from the driver, please keep this slip for future reference till receipt of your shipment is confirmed by G-Star. When we have received your return package, you will receive an e-mail notification from us.

NEW: IN STORE RETURNS

You can also return your online order in one of the following selected G-Star Stores*:

*It is only possible to exchange items in the same country the order was placed.

Please note: it is not possible to exchange the item directly in the store or get your cash back immediately. Once you have returned the item, the money will be transferred back to your account via the original payment method within 24 hours.

CAN I RETURN AN ITEM I BOUGHT ONLINE TO A G-STAR STORE?

Yes. You can return your item by mail, or to one of the following selected G-Star Stores*:

*It is only possible to exchange items in the same country the order was placed.

Please note: it is not possible to exchange the item directly in the store or get your cash back immediately. Once you have returned the item, the money will be transferred back to your account via the original payment method within 24 hours.

IS IT POSSIBLE TO EXCHANGE AN ARTICLE FOR A DIFFERENT SIZE?

We're not able to offer an exchange on items. All returned items will be refunded once they've been received by our warehouse. If you want articles replaced for a different size or color, or you want a different item, you will need to place a new order.

DO I RECEIVE THE SHIPPINGCOSTS BACK WHEN I RETURN (PART OF) MY ORDER?

Your shippingcosts are only refunded when your total order has been returned.

General

HOW CAN I CONTACT CUSTOMER SERVICES?

Our Customer Service can be contacted via phone or e-mail. This information can be found via 'Contact' at the bottom of any page.

I HAVE A QUESTION, WHICH I CANNOT FIND AN ANSWER FOR IN THE FAQ?

Questions you do not get answered immediately, you can ask by phone or e-mail. You can find details under 'Contact' at the bottom of any page.